Refund policy

Last updated: September 24, 2026

We want you to be satisfied with your MemoriPlanet purchase. This policy explains when products may be returned, how to request a return, who is responsible for return shipping costs, and how refunds are processed.

Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country or region.

1. 30-Day Return Period

Except for products identified in the “Non-Returnable Items” section below, you may request a return within 30 days after the date your order is delivered.

To qualify for a return, the product must:

• Be unworn, unused, and in resalable condition;

• Be free from scratches, stains, odors, alterations, or other signs of use;

• Include all original links, connectors, tools, spare parts, instructions, gifts, and accessories supplied with the product;

• Be returned in its original product packaging where reasonably possible; and

• Be accompanied by the order number, receipt, or other proof of purchase.

You may inspect the product and check its size and compatibility, but products showing signs of extended wear or use may not qualify for a full refund, except where the product is defective or applicable law provides otherwise.

Removing protective films, resizing a metal band, removing links, engraving, cutting, permanently bending, or otherwise modifying a product may affect its eligibility for return. If you resize a watch band, you must return all removed links, pins, tools, and other supplied components.

2. How to Request a Return

Before sending a product back, contact us at:

Email: cs@memoriplanet.com

Please include:

• Your order number;

• The name of the product;

• The reason for the return;

• Photographs or video if the product is damaged, defective, incorrect, or incomplete; and

• Your preferred resolution, where applicable.

If the return is approved, we will provide return authorization and instructions, including the applicable return address.

Do not send a return to the address printed on the original parcel or to our corporate address unless our customer service team specifically instructs you to do so. Returns may be processed by different facilities depending on the customer’s location and the product concerned.

Products returned without prior authorization, sent to an unauthorized address, or sent cash on delivery may be refused.

After receiving return instructions, please send the return within 14 days. We strongly recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return has been completed.

3. Return Shipping Costs

Change-of-Mind Returns

For returns requested because you changed your mind, ordered the wrong size or color, selected an incompatible model, or no longer want the product:

• You are responsible for arranging and paying the return shipping costs;

• MemoriPlanet does not provide a prepaid return label;

• Original shipping charges are not refundable, except where required by applicable law; and

• Any customs duties, taxes, or carrier charges associated with the return are your responsibility unless applicable law provides otherwise.

Damaged, Defective, Incorrect, or Incomplete Products

If the product arrives damaged, defective, materially different from its description, incomplete, or different from the product you ordered, contact us promptly after delivery.

After reviewing the information provided, MemoriPlanet may offer an appropriate solution, including:

• A replacement;

• Replacement parts;

• A repair where appropriate;

• A partial refund;

• A full refund; or

• Return instructions.

If we require an approved defective or incorrectly supplied product to be returned, MemoriPlanet will provide a prepaid return label or reimburse reasonable return shipping costs, as instructed by our customer service team.

Please do not purchase return shipping for a defective or incorrect product before receiving our instructions. Shipping costs incurred without prior approval may not be reimbursed.

4. Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery and contact us as soon as reasonably possible if:

• The product is damaged;

• The product has a manufacturing defect;

• You received the wrong product, size, or color;

• Parts or accessories are missing; or

• The parcel appears to have been damaged during shipping.

Your message should include your order number and clear photographs or video showing the product, packaging, shipping label, and reported problem.

Normal wear and tear, accidental damage, cosmetic damage caused after delivery, improper installation, incorrect adjustment, misuse, unauthorized repair, or failure to follow product-care instructions are not considered manufacturing defects.

5. Non-Returnable Items

The following products are not eligible for change-of-mind returns:

• Customized, engraved, personalized, made-to-order, or specially modified products;

• Gift cards;

• Products clearly identified as “final sale” before purchase;

• Products that have been worn, damaged, altered, cut, permanently resized, or modified by the customer;

• Products returned without all essential components, links, connectors, tools, or accessories; and

• Products purchased from a seller other than MemoriPlanet.

Customized or personalized products remain eligible for an appropriate remedy if they arrive damaged, defective, or materially different from what was ordered.

Final-sale status does not exclude rights relating to defective, damaged, incorrect, or misdescribed products and does not override any mandatory rights available under applicable law.

If you are uncertain whether a product is eligible for return, please contact us before sending it.

6. Compatibility and Sizing

Customers are responsible for reviewing the product page and selecting the correct watch model, case size, connector type, wrist size, color, and other available options before placing an order.

If you are unsure which size or model to select, contact us before ordering.

Selecting an incompatible size or model is treated as a change-of-mind return. The product may still qualify for return within the 30-day return period if it meets the return conditions, but the customer will be responsible for return shipping costs.

7. Exchanges

We do not guarantee direct exchanges because product availability may change.

The fastest way to obtain a different size, color, or model is normally to:

1. Request a return for the original eligible product;

2. Wait for return authorization; and

3. Place a separate order for the replacement product.

The original order and replacement order are treated as separate transactions.

If the original product was damaged, defective, incomplete, or incorrectly supplied, contact us before placing another order so that we can determine the appropriate resolution.

8. Order Changes and Cancellations

If you need to change or cancel an order, contact us at cs@memoriplanet.com as soon as possible.

We will try to accommodate the request, but we cannot guarantee that an order can be changed or cancelled after it has entered processing, customization, or shipment.

Customized or personalized orders cannot normally be cancelled once production or customization has begun.

If an order has already shipped, the applicable return conditions and return shipping rules will apply.

9. Refund Process

Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.

If approved:

• The refund will be issued to the original payment method;

• We will normally initiate the refund within 10 business days after approval;

• No restocking fee will be charged for an accepted return;

• Original shipping charges will not be refunded for ordinary change-of-mind returns, except where required by applicable law; and

• Approved deductions may be made for missing components, damage, use, or loss in value where permitted by applicable law.

After we issue the refund, your bank, card issuer, payment provider, or other financial institution may require additional time to post the funds to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at cs@memoriplanet.com.

Refunds cannot normally be issued to a different card, bank account, or payment method.

10. Returned Parcels and Delivery Problems

A return remains the customer’s responsibility until it is delivered to the authorized return facility, except where MemoriPlanet provided the return label or arranged collection.

MemoriPlanet is not responsible for unauthorized returns or customer-arranged return parcels that are lost, sent to the wrong address, refused because of unpaid postage, or damaged due to inadequate packaging.

If an order is returned to us because the customer supplied an incorrect or incomplete address, refused delivery, failed to collect the parcel, or did not pay applicable import charges, any refund may exclude the original shipping costs and additional carrier or return costs, to the extent permitted by law.

Please contact us if tracking shows that an order was delivered but you have not received it. We will review the available tracking and delivery information and assist where reasonably possible.

11. European Union and European Economic Area Customers

If your order is delivered to a country in the European Union or European Economic Area, you may have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason.

To exercise this right, notify us clearly at cs@memoriplanet.com before the 14-day withdrawal period expires. You must then return the goods in accordance with the instructions we provide.

For a statutory change-of-mind withdrawal:

• You are responsible for the direct cost of returning the goods;
• We will reimburse eligible payments, including the cost of our least expensive standard outbound delivery option, where required by law;
• Additional outbound delivery costs resulting from your choice of express or upgraded shipping are not refundable;
• We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, where permitted by law; and
• You may be responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary to inspect their nature, characteristics, compatibility, and function.

The statutory withdrawal right generally does not apply to goods made to the customer’s specifications or clearly personalized, including engraved or individually customized products.

This exception does not affect legal rights relating to products that are defective, damaged, incorrect, or not as described.

EU guidance confirms that customers can generally be required to pay return postage when informed in advance, while made-to-order or clearly personalized products may be exempt from the 14-day change-of-mind right.EU online-return guidance

12. Statutory Consumer Rights

This policy provides MemoriPlanet’s general return and refund procedures. It does not exclude, restrict, or replace any non-waivable consumer rights or legal remedies available under applicable law.

Where this policy conflicts with a mandatory consumer protection law applicable to your purchase, the mandatory law will apply.

13. Contact Information

For return, refund, cancellation, or exchange questions, contact:

MPTAGRAM LIMITED
Trading as MemoriPlanet
Email: cs@memoriplanet.com
Telephone: +1 631 709 2372
Business address: Unit 18, 8/F, Peter Leung Industrial Building, 103 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong
Business Registration No.: 74946454

Please contact us before returning any product. The business address above is not necessarily the applicable return facility.